Midland Metro Autumn 2017 results March 2018 Rosie Giles Tel 0300 123 0842 Email RosieGilestransportfocusorguk Insight Team Transport Focus Fleetbank House 26 Salisbury Square London EC4Y 8JX ID: 757955
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Slide1
Tram Passenger Survey (TPS) – Midland Metro
Autumn 2017 results
March 2018
Rosie GilesTel: 0300 123 0842 Email: Rosie.Giles@transportfocus.org.ukInsight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JXSlide2
Contents
2
Overview
Context to the survey 3
Summary of 2017 findings 6
The findings
Experience and opinions of the journey 14
Waiting at the stop 22
The tram 29
Negative experiences during the journey 34
Passengers’ suggested improvements 38
Opinion of trams in local area 41
Further information
Appendix 1: Passenger and journey context 45
Appendix 2: Further detail on survey background and method 62
Appendix 3: Questionnaire 68Slide3
Tram Passenger Survey (TPS) – Midland Metro
Context to the survey
3Slide4
4
Background to the 2017 survey
The Tram Passenger Survey (TPS)
*Glasgow Subway was included for the first time in 2017. Due to the difference of this Subway network compared to tram networks it is excluded from this report, as well as any ‘All Networks’ results, and can be found in a separate report.The TPS provides a consistent, robust measurement of passenger satisfaction with tram services in BritainIt also informs our understanding of barriers to (greater) tram use, how to encourage greater use, and how to improve the passenger experience Comparisons can also be made with passenger experiences on buses and trains, as measured by the Bus Passenger Survey (BPS) and National Rail Passenger Survey (NRPS) The 2017 TPS covered tram services in Manchester, Birmingham, Blackpool, Nottingham, Sheffield and Glasgow*. Edinburgh Trams was covered in 2014-2016.
The survey method
Passengers are approached while making a journey; they answer the survey about that journey specifically
The questionnaire is self-completion, with passengers offered a choice of online or paper
Interviewers approached passengers on all days of the week between 6am and 10pm, between
18 September and 8 December 2017
501
surveys were completed for Midland Metro in autumn 2017
For further details of the survey method, see AppendixSlide5
The Network
Passenger Journeys
Ticket Purchasing
Information at stops
Frequency
Engineering disruptions/other notes
1
line
26 stops
13 miles
6.2*
million
TVMs
at stops
Conductors on board
Info boards at some stops (TTs, fares)
Passenger
Info Displays
Mon-Sat: every 6-15
mins
Sun: 15
mins
Network
extension to Grand Central (New Street Station) opened on 30 May 2016 and was included in the TPS 2016
Network improvement works meant that two tram stops at the Wolverhampton end of the route were closed for the duration of fieldwork in 2017 (Wolverhampton St George’s and The Royal)
7 lines93 stops57 miles40.7**millionTVMs at stopsConductors on board Info boards all stops (TTs, fares)Passenger Info Displays (Not all stops on Bury and Altrincham lines) Mon-Sat: every 6-12 minsSun: 12-15 minsAirport line opened late 2014, covered for first time in 2015 Exchange Square and link with Victoria opened in December 2015Increasing use of double carriage tramsSecond City Crossing opened in February 2017 enabling quicker journeys across the cityA tram collision on the 10th November 2017 affected two shifts which were rescheduled due to no trams running1 line38 stops11 miles5.1* millionTVMs at stopsConductors on board Info boards at stops (TTs, fares)Passenger Info Displays Mon-Sat: every 15-30 minsSun: 15-30 minsBlackpool illuminations 1 Sep to 5 Nov 2017Heritage trams operate bank holidays, weekends and summer; not covered in this researchNo significant issues affected fieldwork2 lines50 stops20 miles16.4* millionTVMs at stopsConductors on board Info boards all stops (TTs, fares)Passenger Info DisplaysMon-Sat: every 3-15 minsSun: 5-15 minsNo significant issues affecting fieldwork3 lines48 stops18 miles12.6*millionTVMs at stopsConductors on board Info boards at stops (TTs, fares)Passenger Info DisplaysMon-Sat: every 5-20 minsSun: 10-20minsNo significant issues affecting fieldwork
Nottingham
Sheffield
Manchester
Midland
Metro
The Midland Metro network in context
*Source: Department for Transport, Passenger journeys on light rail and trams by system in England, 2016/17
**Source: Direct from operator
5Slide6
Tram Passenger Survey (TPS) – Midland Metro
Key findings
6Slide7
7Slide8
[Headline]
[Second Headline]
[Footnote]
Overall journey satisfaction: trend over time
Overall journey satisfaction: 2017
All Networks*
*All networks includes different networks each year. 2013 and 2017 exclude Edinburgh Trams. 2013-2016 exclude Glasgow Subway
Passenger experience: a snapshot
Midland
Metro
Nottingham
Sheffield
Manchester
8Slide9
[Headline]
[Second Headline]
[Footnote]
The top factors linked to overall journey satisfaction*
What makes a satisfactory journey?
What makes a great journey?
Information throughout journey
Access to the tram stop
Personal safety throughout journey
3%
1%
1%
What makes a satisfactory or great journey on Midland Metro?
2%
2%
*Key Driver Analysis looks at fare-paying passengers’ overall journey satisfaction response and their response to the 25 individual satisfaction measures in the survey (including value for money), which have been grouped into 10 themes based upon a statistical analysis of the responses.
The left hand chart shows which themes most differentiate between those not satisfied and satisfied overall – making a journey ‘satisfactory’.
The right hand chart shows which themes most differentiate between those fairly and very satisfied overall – making a ‘great’ journey.
The analysis combines data from 2016 and 2017 surveys to increase robustness. It also excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded.
See appendix 2 for a full explanation of the analysis to identify factors linked to overall journey satisfaction.
9Slide10
88
91
68
88
90
Passenger experience in the Midlands 2017: across the network
Satisfaction with key measures:
*Drivers of satisfaction differ by network. The most common drivers across TPS are shown here
Satisfaction with other measures which make a satisfactory or great journey:
75
75
72
81
82
Statistically significant
increase
since 2016 (All networks)
No change (All networks)
Statistically significant
decrease
since 2016 (All networks)
All Networks
10Slide11
11Slide12
Midland Metro 2017: summary of key findings (1)
12
90 per cent of Midland Metro passengers are satisfied with their journey overall. This is slightly lower than last year, but not significantly so (2016: 92 per cent). Overall satisfaction is higher than the same measure on the Bus Passenger Survey in the West Midlands (85 per cent)
Overall satisfaction with the journey is lower amongst males (86 per cent), younger age groups (88 per cent for those aged 16-34) and commuters (88 per cent)For Midland Metro the key factor which makes journeys both satisfactory and great is the on board environment and comfort of the tram. Satisfaction has remained quite consistent with last year but the comfort of the seats continues to be the lowest rated attribute by some way (58 per cent satisfied)
The next most important factor which makes a journey on Midland Metro satisfactory is the timeliness of the tram. Satisfaction with both punctuality and the length of time waiting for the tram have increased significantly (punctuality increases from 87 per cent in 2016 to 92 per cent; wait time increased from 86 per cent to 92 per cent)
The second most important factor which makes a journey great is personal safety during the journey. At the tram stop personal safety is the second lowest rated aspect (81 per cent satisfied); on board satisfaction with personal security is a little higher (83 per cent satisfied)
Amongst fare paying passengers, 68 per cent are satisfied with value for money. Similar to overall journey satisfaction, younger passengers and commuters are least satisfied (62 per cent amongst those aged 16-34 and 65 per cent of commuters)Slide13
Midland Metro 2017: summary of key findings (2)
13
When evaluating value for money the most important factor is the cost of the tram versus other modes of transport
4 per cent of passengers experienced a delay in 2017 (6 per cent in 2016), and when delays were experienced they lasted 7 minutes on average40 per cent of passengers spontaneously mentioned an improvement that could have been made to their journey. The most common improvement related to the design, comfort and condition of the tramOther improvements mentioned relate to the seating and capacity on board, as well as the frequency of trams and the route
Almost three quarters of passengers (69 per cent) are using Midland Metro to commute to work or education (52 per cent for work and 17 per cent for education)
The majority of passengers are travelling with a season ticket (61 per cent)
The profile of passengers travelling on Midland Metro is quite young, with 43 per cent falling into the 16-34 age group. This is a little lower than 2016, but not significantly soSlide14
Tram Passenger Survey (TPS) – Midland MetroExperience and opinions of the journey
14Slide15
[Headline]
[Second Headline]
[Footnote]
Satisfaction with today’s journey:
Experience and opinions of the journey: summary
Overall journey
Value for money
Punctuality
On-vehicle journey time
Autumn
2016
Autumn
2013
Autumn
2014
Autumn
2015
Autumn
2017
Buses in West Midlands
15Slide16
Who are satisfied and not satisfied passengers? – Midland Metro
Very satisfied passengers
are more likely to:
Fairly satisfied passengers
are more likely to:
Not satisfied passengers
are more likely to:
Journey purpose
Base: those ‘very satisfied’ with journey overall (276)
Base: those ‘fairly satisfied’ with journey overall (164)
Base: those ‘neither/nor’, ‘fairly dissatisfied’ or ‘very dissatisfied’ with journey overall (39)
Time of travel
Frequency of travel
Age and gender
Trust in the operator
Access to private
transport
Midland Metro
Be split between
commuting
and
leisure
journeys (57% and 40% respectively)
Be travelling during
off-peak weekday
times (44%)Be commuting (82%)Be travelling at peak times (63% peak; 30% peak morning; 33% peak afternoon)Be travelling the least frequently (40%)Be travelling less frequently than those who are no satisfied (62%)Have moderate access to private transport (46%)Have the most easy access to private transport (46%)Be from a relatively even set of age groups (37% 16-34; 37% 35-59; 26% 60+) with a close gender split (female 52%; male 45%)Be between 16-34 (55%) with a close gender split (female 53%; male 45%)Have high levels of trust (85% rated 6-7 on a 7-point scale)Have medium to high levels of trust (91% rated 3-7 on a 7-point scale)Be commuting (84%)Be travelling at peak times (68%), particularly on peak morning journeys (37%) more than those who are fairly satisfiedTravel the most frequently (83%) more than very/fairly satisfiedHave easy to moderate access to private transport (82%; 42% ‘easy’) less than fairly satisfied (46 ‘easy’)Be between 22-34 (47%) and primarily male (71%)Have low levels of trust (78% rated 3-5 on a 7-point scale)16Slide17
[Headline]
[Second Headline]
[Footnote]
Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today?
Base: All passengers – 479
92
91
93
92
89
100
92
91
92
90
91
99
90
87
92
87
91
94
81
78
84797692Overall satisfaction (%) – by gender and age Autumn2016Autumn2013Autumn2014Autumn2015Total fairly/very satisfied Autumn2017All passengers90869588909617Slide18
[Headline]
[Second Headline]
[Footnote]
Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today?
Base: All passengers – 479
92
92
94
91
94
92
90
98
90
95
90
87
99
84
98
81
77
92
77
89
Overall satisfaction (%) – by Passenger typeAutumn2016Autumn2013Autumn2014Autumn2015Total fairly/very satisfied Autumn2017All passengers909095889518Slide19
[Headline]
[Second Headline]
[Footnote]
Q. How satisfied were you with the value for money of your journey?
Base: All fare-paying passengers – 360
68
64
69
66
76
67
65
65
65
70
62
59
69
58
74
62
56
68
62
56
Value for money (%) – fare-payers onlyAutumn2016Autumn2013Autumn2014Autumn2015Total fairly/very satisfied Autumn2017All passengers686272658019Slide20
NOTE: Those not satisfied with value for money includes respondents answering ‘Neither satisfied nor dissatisfied’
Q. What had the biggest influence on the ‘value for money’ rating you gave in the previous question?
Base: All fare-paying passengers 337
[Headline]
[Second Headline]
[Footnote]
What influenced value for money rating (%)
Those not satisfied with value for money
Those satisfied with value for money
20Slide21
[Headline]
[Second Headline]
[Footnote]
Q.
How satisfied were you with each of the following…Punctuality?
Base: All passengers – 452
Q. How satisfied were you with the amount of time your journey on the tram took?
Base: All passengers – 471
Punctuality and on-vehicle journey time
Autumn
2016
Autumn
2013
Autumn
2014
Autumn
2015
Total fairly/very satisfied
Autumn
2017
92
86
Satisfaction with punctuality
Satisfaction with on-vehicle journey time
87
8688858889878621Slide22
Tram Passenger Survey (TPS) – Midland MetroWaiting at the stop
22Slide23
Waiting at the stop: summary
Overall satisfaction with stop
Distance from journey start
Convenience/accessibilityGeneral condition and maintenance
Freedom from graffiti/vandalism
Freedom from litter
Behaviour of other passengers
Information provided
Personal safety
92
83
87
86
89
80
85
82
81
77
83
84
71
72
66
N/A*
7172Buses In the West MidlandsWaiting times:Expected wait timeSatisfaction: expected waiting timeActual reported wait timeBuses in the West Midlands925 mins4 mins708 mins8 minsChecking tram information:Passengers who checked tram timeInfo sources used before arriving at stopInfo sources used at stopAmong those that didn’t check…8579Online tram times and paper timetableElectronic display at the stop 70%89% knew the trams ran frequently23*Not asked in BPSLive position updates and online timetableDigital display50% knew the buses ran frequentlySlide24
[Headline]
[Second Headline]
[Footnote]
Q. Overall, how satisfied were you with the tram stop? & Q. Thinking about the tram stop itself, how satisfied were you with the following:
Base: All passengers – 478
Satisfaction – with the tram stop (%)
Autumn
2016
Autumn
2013
Autumn
2014
Autumn
2015
Total fairly/very satisfied
Autumn
2017
92
89
87
86
85
83
82
81
8088908989838579808490918685868280858588888184877878808890878883848379798324Slide25
[Headline]
[Second Headline]
[Footnote]
Q. How satisfied were you with each of the following? & Q. Thinking about the time you waited for the tram today, was it […] than expected?
Base: All passengers – 482
Satisfaction with waiting time (%)
Autumn
2016
Autumn
2013
Autumn
2014
Autumn
2015
Total fairly/very satisfied
Autumn
2017
92
90
Length of time
had to wait
Actual versus
expected waiting time
86
83
878386838789Total about the same or a little/much less than expected25Slide26
[Headline]
[Second Headline]
[Footnote]
Q. Approximately how long did you expect to wait for the tram? & Q. Approximately, how long did you wait for your tram
Base: All passengers – 501
Expected and reported waiting times
Reported tram waiting time
Expected tram waiting time
Average expected waiting
time 5.4 minutes (2016: 5.8 minutes)
Average reported waiting
time 4.3 minutes (2015: 4.9 minutes)
7
55
35
1
2
9
56
30
4
2
12
51
34
319513722Autumn2016Autumn2013Autumn2014Autumn2015Autumn20172447241327442244254526222745233126Slide27
[Headline]
[Second Headline]
[Footnote]
Q. Did you check any of the following to find out when the tram was meant to arrive?
Base: All passengers – 501
How passengers checked tram times
At the tram stop
Before Leaving the tram stop
4
8
6
3
11
5
7
7
5
7
3
15
9
2
6
5
8
5310Autumn2016Autumn2013Autumn2014Autumn2015Autumn201766212146831224684121468621027027Slide28
[Headline]
[Second Headline]
[Footnote]
Q. If you did not check to find out when the tram was meant to arrive, why was this?
Base: All not checking tram arrival information – 61
*Not asked before 2016 **Not asked in 2016 and 2017
Why passengers did not check tram times
Autumn
2013
74
21
1
4
N/A*
2
Autumn
2014
73
8
7
5
N/A*
7
Autumn
2015
761724N/A*1Autumn201677162921N/A**Autumn2017N/A**8928Slide29
Tram Passenger Survey (TPS) – Midland Metro
The tram
29Slide30
[Headline]
[Second Headline]
[Footnote]
The tram: summaryInterior cleanliness
Info on board
Seat/standing space
Seat comfort
Personal space
Provision
grabrails
Temperature
Personal security
Route info on tram
Exterior cleanliness
Ease getting on
Time taken to board
93
88
66
58
65
73
77
83
88
91929387636686757470847774837778Start of journeyOn boardAppearance GreetingHelpfulness/attitudeSafety of drivingSmoothness journeyThe staff917984897483788987Buses in the West MidlandsBuses in the West MidlandsBuses in the West Midlands30Slide31
[Headline]
[Second Headline]
[Footnote]
Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following:
Base: All passengers – 463
Satisfaction with start of journey (%)
Autumn
2016
Autumn
2013
Autumn
2014
Autumn
2015
Total fairly/very satisfied
Autumn
2017
93
92
91
88
90
90
91
86
91908681888784849594928731Slide32
[Headline]
[Second Headline]
[Footnote]
Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following:
Base: All passengers – 480
Satisfaction on the tram (%)
Autumn
2016
Autumn
2013
Autumn
2014
Autumn
2015
Total fairly/very satisfied
Autumn
2017
93
88
83
77
73
66
65
58
938986787270615393868675697467528877837774766964858381736361566932Slide33
[Headline]
[Second Headline]
[Footnote]
TPS: Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following:
Base: All passengers – 470
Satisfaction with tram staff (%)
Autumn
2016
Autumn
2013
Autumn
2014
Autumn
2015
Total fairly/very satisfied
Autumn
2017
91
89
84
79
74
90
88
81
786989898378709089797371898677717233Slide34
Tram Passenger Survey (TPS) – Midland Metro
Negative experiences during the journey
34Slide35
Negative experiences during the journey: summary
Passengers experiencing a delay to their journey
Average length of delay
(perceived)7
mins
Passengers with worry or concern about others’ behaviour on board
Tram failure*
*Caution: small base (13)
35
Most common cause of delaySlide36
Experience of delays (%)
4 per cent ( ) of Midland Metro passengers experienced a delay
(2016: 6 per cent)
. Average length of delay was 7 minutes ( )
Autumn
2014
Autumn
2015
Autumn
2016
Autumn
2017*
19
10
5
23
6
24
5
6
5
21
28
4
28
013692410151825916022602400242859TPS: Q. Why was your journey delayed? Base: All experiencing a delay – 13 *Caution: small base* ‘No reason given for delay’ not asked in 2013. Its addition could have caused the significant drops in the other factors Autumn201370918711210236N/A*1636Slide37
Worry or concern at other passengers’ behaviour (%)
Autumn
2013
66
7
7
7
2
Autumn
2017
5
7
3
5
5
6
Autumn
2014
Autumn
2013
Autumn
2017*
Autumn
2014
% worried/concerned of other passengers’ behaviour
Types of worrying/concerning behaviour (%)Q. Did other passengers’ behaviour give you cause to worry or make you feel uncomfortable during your journey?Base: All passengers – 483Q. Which of the following were the reasons for [other passengers behaviour causing you concern]? Base: All experiencing worrying/concerning behaviour – 24 (Caution small base) *Not asked in 2013564725Autumn2015Autumn2015All passengers886958Autumn2016Autumn2016Sample size of concerned passengers too small to report upon37Slide38
Tram Passenger Survey (TPS) – Midland MetroPassengers’ suggested improvements
38Slide39
Passengers’ suggested improvements: summary
Q. If something could have been improved on your tram journey today, what would it have been?
Base: All suggesting an improvement
- 223
of Midland passengers in 2016 had no suggestions for improvements
60%
…of the 40% that did, the most common service areas for improvement were:
39Slide40
Selected verbatim comments
40
Trams could be on time. More trams as they're too full. Rails damaged at Dartmouth/Dudley.
The route I take is peak commuting time. There are never any seats and the tram does become overcrowded. It would be great to have more trams running at peak times to alleviate this issue.
Never get a seat -always too full. More frequent trams at rush hour. Not enough car park spaces.
The seats are very hard. People do push to get a seat and as I have a stick, I feel vulnerable. School children could take knapsacks off back instead of knocking me!!
Seating uncomfortable - too hard sitting 40 minutes. Not enough seats. Tram too short. Passengers having to stand, if not get on at Grand Central.
The chairs are very stiff, softer ones would be better. Loss of signal and internet when going through tunnels, some kind of signal booster or relay within the tunnels would help.
More space for bags or laptop bags like on the trains. Wi-Fi (Edinburgh trams have free Wi-Fi on trams - Why don't we?).
Real time tram information on app on mobile. Current Network West Midlands app only has timetabled departures, therefore, unknown of any delays before journey.
Sometimes the tram is too early, which means I miss it and get late for work. The tram should stay at stop until it's due to leave. Very expensive.
The drivers should use the intercom more often to update customers when things go wrong. Get customers to pay.
To have more times for trams between 6am and 8am, as it is always packed.Slide41
Tram Passenger Survey (TPS) – Midland MetroOpinion of trams in the local area
41Slide42
Opinion of trams in the local area: summary
Q.
And how satisfied are you overall with tram services for the following? Base: 392
Q. How would you rate tram services for the following? Base: 459
Bus services in West Midlands (BPS)
N/A*
N/A*
*Not asked in BPS
N/A*
42
General opinion of services in area:Slide43
[Headline]
[Second Headline]
[Footnote]
Satisfaction on the trams generally
Autumn
2016
Autumn
2013
Autumn
2014
Autumn
2015
Total fairly/very satisfied
Autumn
2017
88
87
87
86
77
90
89
89
86
84
897989898889N/A*887989908787N/A*877686859090N/A*90N/A*8983Total good/very goodQ. And how satisfied are you overall with tram services for the following: & Q: How would you rate your local tram services for the following: Base: All passengers – 548 *Not asked before 2016 **Statement changed in 2017 from ‘Punctuality’ to ‘Reliability’.43Slide44
[Headline]
[Second Headline]
[Footnote]
Proposed extensions and Midland Metro Alliance
Q. The Midland Metro has recently been extended into Birmingham City Centre. Are you aware of further proposed extensions? Base: All passengers - 501
Q. Which of the following extensions are you aware of? Base: All aware of proposed extensions - 312
Q. Are you aware of the Midland Metro Alliance? Base: All giving an answer - 501
Awareness of the further proposed extensions (%)
Centenary Square
Edgbaston
Birmingham Eastside
East Birmingham - Solihull
Awareness of extension proposals (%)
Awareness of Midland Metro Alliance (%)
Wednesbury
–
Brierley
Hill
Wolverhampton City Centre
44Slide45
Tram Passenger Survey (TPS) – Midland MetroAppendix 1: the passenger and journey context
45Slide46
Midland Metro passengers: summary
46
[Headline]
[Second Headline]
[Footnote]
Overview of passenger demographics
Passengers’ postcodes relative to tram network
Disability
12
78
10
Access to private transport
42
42
13
2
Autumn
2016
Autumn
2016
Age
Autumn
2016
48
32
146Slide47
Tram
Bus
Autumn
2017
Autumn 2016
Autumn 2015
Autumn 2014
Autumn 2013
Autumn
2017
Autumn 2016
Autumn 2015
Autumn 2014
Autumn 2013
Age
16-34
43
48
40
50
50
39
44
44
44
37
35-59
35
32
32
27
34
34
29
29
33
40
Over 60
17
14
22
24
17
22
23
22
23
24
Not stated
4
6
6
N/A
N/A
6
4
5
N/A
N/A
Access to
private transport
Easy
42
42
25
32
31
18
16
16
18
17
Moderate
43
42
51
54
50
36
38
34
37
36
Limited/none
11
13
11
12
17
39
40
42
40
41
Not stated
4
2
13
3
2
7
6
7
5
6
Has a disability
Yes
15
12
16
13
12
24
22
21
33
28
Ticket type
Free
pass holders
16
11
21
23
15
25
24
25
28
28
Fare-payers
84
89
79
77
82
72
73
71
72
72
Passenger profile
47Slide48
Where Midland Metro tram passengers live
Q: What is your postcode?
Base: All giving a postcode – 410
Autumn
2013
Autumn
2014
Autumn
2015
Autumn
2016
17
13
23
14
12
9
7
2
1
3
26
15
23
9
5810102281015137104229231725895620448Slide49
Midland Metro journeys: summary (1)
Passenger journey details
Journey purpose
Frequency using trams in area
Commuting
Business
Leisure
5+ days
week
3-4 days
week
1-2 days a
week
Once a
fortnight
Once a
month
Less often
First time
49Slide50
Midland Metro journeys: summary (2)
Tickets used for today’s journey
Free/fare-payers
Fare-payer
Free pass
Single/return 19
Season 61
Other 5
Tram only 37
Multi-mode 63
Purchased ticket via…
Ticket format
Conductor
Tram Operator
Travel Shop
Other
Paper
Photocard
Plastic card
M-ticket
Ticket type
Mode permitted
50Slide51
Midland Metro journeys: summary (3)
Most used tram stops: journey start
Grand Central
19
Bull
Street
12
Priestfield
9
Wednesbury
Parkway
8
Bilston
Central
7
West Bromwich Central
7
Wednesbury
,
Great Western Street
5
Black
Lane
4
Bull
Street19Grand Central13West Bromwich Central13Priestfield6Bliston Central6The Crescent6St Paul’s5Jewellery Quarter3Most used tram stops: journey destinationMode used to arrive at starting stop (all stops)Mode used to travel on from destination stop (all stops)On footCarBusTrainOtherOn footCarBusTrainOther
51Slide52
Midland Metro journeys: summary (4)
Journey direction
Sitting/standing
Weather on day of journey
Dry
Light rain
Heavy rain
Other
Outward
Return
One way only
Had a seat
Stood, would
have liked seat
Stood, happy
to stand
52Slide53
Journey purpose
Autumn
2013
Autumn2017
44
17
1
6
2
14
5
9
2
Autumn
2014
65
2
33
61
1
38
51
14
2
2
1135103551123212663Autumn201566232561522166112Autumn201671227Q. What is the main purpose of your tram journey today?Base: All passengers – 48653Slide54
Frequency of using Midland Metro
Autumn
2013
Autumn2017
52
18
11
4
5
7
3
44
22
15
4
4
9
1
Autumn
2014
51
21
14
3
4
51Autumn20155518132362Autumn2016Q. How often do you typically travel by tram?Base: All passengers – 47854Slide55
Ticket type and modes of transport permitted
Autumn
2013
21
4
17
61
4
0
9
1
34
6
6
15
2
33
1
35
31
20
16
14
55
5
0722775233Autumn201437140223523231167959506133311214Autumn2015Autumn201736237241871163101613447118Autumn2016Q. What type of ticket/pass did you use for this tram journey today? Base: All passengers – 480Q. What modes of transport does your ticket allow you to travel on? Base: All passengers – 49655Slide56
35
3330
01
Method of buying ticket and ticket format
Autumn
2013
Autumn
2017
33
64
2
0
1
30
57
11
0
2
Autumn
2014
Autumn
2015
28
58
13
01Q. How did you buy that ticket or pass?Base: All fare-paying passengers – 372Q. In what format was your ticket? Base: All passengers – 479*Not asked before 2016Autumn20163301916654106N/A*2321261298N/A*2N/A*2930168103N/A*2N/A*2622199144N/A*456Slide57
Grand Central – for New Street
19
14
N/A*
N/A*
N/A*
Bull Street
12
16
N/A*
N/A*
N/A*
Priestfield
9
3
6
17
4
Wednesbury
Parkway
8
3
4
3
5
West Bromwich Central778128Bilston Central73564Black Lake42232Bradley Lane42212Midland Metro stops used by passengers surveyedQ: Were you on your outward or return journey?Q. Did you get a seat on the tram? Q: At which stop did you board/leave this tram?Base: All passengers - 501Boarding*Autumn2013Autumn2015Alighting*Bull Street1913N/A*N/A*N/A*Grand Central – for New Street138N/A*N/A*N/A*
West Bromwich Central
13
7
14
17
12
Bilston
Central
6
6
5
6
4
Priestfield
6
4
3
10
2
The Crescent
6
3
1
2
1
St. Paul’s
5
2
7
3
3
Jewellery Quarter
3
5
3
2
2
Autumn
2013
Autumn
2015
Autumn
2014
Autumn
2014
Autumn
2016
Autumn
2016
Autumn
2017
Autumn
2017
54 per cent of passengers were on an outward journey, 39 per cent on a return and 7 per cent on a one-way trip (2016: 41 per cent, 54 per cent and 6 per cent respectively)
69 per cent had a seat for their whole journey, while 11 per cent said they had to stand but would have liked to have a seat (2016: 71 per cent and 7 per cent)
*Network improvement works meant that Wolverhampton St George’s and The Royal were closed for the duration of fieldwork in 2017
57Slide58
How got to and from the tram stop
* Not asked before 2017
Q: How did you get to/from the tram stop where you boarded/left the tram today?
Base: All passengers - 482
Autumn
2013
Autumn
2017
Autumn
2014
Autumn
2015
Autumn
2016
52
64
1
0
4
1
9
6
6
4
N/A*
N/A*2723741011526110448733N/A*N/A*2825862111536311535362N/A*N/A*3027451211556900744252N/A*N/A*282233002158Slide59
Weather conditions when journey made
Q. What was the weather like when you made your journey?
Base: All passengers - 484
Autumn
2013
Autumn
2017
74
20
2
0
1
2
77
17
2
0
4
1
Autumn
2014
72
23
3
0
21Autumn201568224041Autumn201659Slide60
Reasons for choosing the tram
Q. What was the main reason you chose to take the tram for this journey?
Base: All passengers – 479
Autumn
2013
Autumn
2017
Autumn
2014
Autumn
2015
48
34
28
14
12
11
9
2
2
Autumn
2016
**Not asked in 2013
28
30
136142402262815615342127271671334N/A**360Slide61
Factors preventing more journeys being made
Q. Have any of the following frequently stopped you making journeys by tram? (More than one answer permissible)
Base: All previously using the tram – 326
Autumn
2013
Autumn
2017
Autumn
2014
Autumn
2015
42
35
18
19
11
11
19
4
13
3
4
Autumn
2016
*Not asked in 2013. The addition of ‘Tram network improvement works’ in TPS 2014 could have caused the significant drops in other factors
4030351916101811951332725189820710213947N/A*1810112011125161Slide62
Tram Passenger Survey (TPS)
Appendix 2 – Further details on survey background and method
62Slide63
Methodology – fieldwork
Midland Metro (TPS)
Fieldwork:
18 September to 8 December 2016 (with a gap for half term from 23 October to 29 October)Interviewer shifts: covered all days of the week and ran from 6am to 10pm. Each interviewer worked a three-hour shift; four hour shifts were conducted in a few cases.Method: Choice of paper or online self-completion questionnaireSample size: 501 interviews (447 paper and 54 online)In 2016 fieldwork took place between 26 September to 4 December 2016 Bus (BPS) data for West Midlands (TfWM) area
Fieldwork:
11 September to 17 December 2017
Interviewer shifts: covered all days of the week and ran from 6am to 10pm. Each interviewer worked a three-hour shift
Method: Choice of paper or online self-completion questionnaire
Sample size: 3198 interviews
63Slide64
64
[Headline]
[Second Headline]
[Footnote]
Base definitions: All charts are based on those who gave an answer to an individual question. Those who either left the question blank or said ‘don’t know’ have been excluded from the base. For this reason the base sizes for those charts based on ‘All passengers’ vary slightly between the different charts in this report.
Significant changes are shown at the 95% confidence level. / / symbols are used throughout this report to indicate positive or negative significant changes.
Weighting: this was based on passenger count information collected by the interviewer during each interviewer shift. The weighting matrix used the following weighting cells:
Tram network: (for Manchester
Metrolink
, Nottingham Express Transit and Sheffield
Supertram
this was by line)
Age: 16-25, 26-59, 60+
Gender: male, female
Time/day travelled: weekday peak, weekday off peak and weekend
The full details of the weighting matrix can be found in the TPS Autumn 2017 technical report.
Methodology – data analysis
Waiver
Transport Focus has taken care to ensure that the information contained in TPS is correct. However, no warranty, express or implied, is given as to its accuracy and Transport Focus does not accept any liability for error or omission.
Transport Focus is not responsible for how the information is used, how it is interpreted or what reliance is placed on it. Transport Focus does not guarantee that the information contained in TPS is fit for any particular purpose.Slide65
65
[Headline]
[Second Headline]
[Footnote]
The approach to identifying themes that affect overall passenger satisfaction is split into two stages. At the first stage, we took all 25 individual satisfaction measures from the survey (apart from the overall journey satisfaction) and formed them into themes using a statistical technique known as factor analysis, which groups together those satisfaction measures that are responded to similarly within the data. For instance, where high or low scores are given for measure ‘x’, there tends to be a similar rating for measures ‘y’ and ‘z’, so the ‘factor’ or theme becomes ‘A’. Through this process we identified ten themes, which are shown below, alongside measures that formed each theme:
Theme (factor)
Questions
1 On tram environment and comfort
Sufficient room for all the passengers to sit/stand
The comfort of the seats
The amount of personal space you had around you
Provision of grab rails to hold on to when standing/moving about the tram
The temperature inside the tram
2 Tram stop condition
Its general condition/standard of maintenance
Its freedom from graffiti/vandalism
Its freedom from litter
3 Boarding the tram
The ease of getting on to and off of the tram
The length of time it took to board the tram
4 Timeliness
The length of time you had to wait for the tram
The punctuality of the tram
5 Access to the tram stop
Its distance from your journey start e.g. home, shops
The convenience/accessibility of its location6 Personal safety throughout journeyBehaviour of fellow passengers waiting at the stopYour personal safety whilst at the tram stopYour personal security whilst on the tram7 Cleanliness and condition of the tramThe cleanliness and condition of the outside of the tramThe cleanliness and condition of the inside of the tram8 Smoothness/speed of tramThe amount of time the journey tookSmoothness/freedom from jolting during the journey9 Information throughout journeyThe information provided at the tram stopRoute/destination information on the outside of the tramThe information provided inside the tram10 Value for moneyHow satisfied were you with the value for money of your tram journey?Methodology – themes that are affecting overall passenger satisfaction charts (1)Slide66
66
[Headline]
[Second Headline]
[Footnote]
For the second stage, these themes were then used to identify how much effect each one has on passengers’ rating for overall journey satisfaction, by means of a key driver analysis.
The square diagrams show the proportional influence that each theme has on satisfaction for that area/operator. They should be read like a pie chart where the slices or portions are relative to each other and together add up to 100%. So in the example below, the theme of ‘on tram environment and comfort’ which is shaded red, has the greatest influence on satisfaction, followed by ‘smoothness/speed of tram’, while themes such as ‘boarding the tram’ and ‘information throughout journey’ have relatively less influence here.
This analysis was conducted on fare-paying passengers only, so that the influence of value for money could be included. It also combines data from 2016 and 2017 surveys to increase robustness. The analysis excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded.
There are noticeable and interesting differences in the impact of different themes between the various tram networks.
The process used for Glasgow differs slightly, in that only 24 out of 25 individual satisfaction measures are included in the Glasgow questionnaire. The first stage of the analysis was therefore conducted in isolation from the other networks and produces slightly different themes. A full description is included in the technical report.
Methodology – themes that are affecting overall passenger satisfaction charts (2)Slide67
67
[Headline]
[Second Headline]
[Footnote]
The Midland Metro route mapSlide68
Tram Passenger Survey (TPS) Appendix 3 – Example of standard questionnaire
Individual network questionnaires differed slightly to reflect local geography, presence of conductors and/or ticket machines, ticket types available,
etc
68Slide69
69Slide70
70Slide71
71Slide72
72Slide73
Tram Passenger Survey (TPS) – Midland Metro
Autumn 2017 results
March 2018
Rosie GilesTel: 0300 123 0842 Email: Rosie.Giles@transportfocus.org.ukInsight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX